Shipping & Returns
Due to the weight and size of the rigid insulation products that we carry, shipping costs are always a concern. Here at Insulation Supply, we are constantly working with our freight carriers and logistics companies to keep freight costs as low as possible. Freight prices are only for the cost of getting your order to you as quickly and safely as possible. There is no markup on freight charges. We also practice state of the art shipping and packaging methods to make the freight easier for you and the freight carriers to handle, and at the same time protecting it from any damage that may occur. All of these factors go into making your freight charges as low as possible.
Will the truck driver unload my order for me and where do you deliver to? Unfortunately, no. The truck drivers simply drive the truck and move the freight to the trailer door. It is your responsibility to provide a way for getting freight from the trailer door to the ground. At the time you place your order, you can request liftgate service to assist you in getting the freight out of the truck and down on the ground – this is applied to all estimates with delivery to a residential address. We can ship to anywhere in the contiguous United States.
How much does liftgate service cost? The price of liftgate service can range from $50.00 to $125.00 depending on the freight carrier used. The exact amount will be determined at the time the freight is quoted.
Will I be notified of my delivery date and time? For all deliveries, we request delivery notification from the carriers so that they are required to call the delivery contact to set an agreed upon delivery appointment. It is at this time that you can provide the carrier with any special delivery instructions – such as receiving hours or specific directions for your delivery site.
Will I be able to track my shipment? Yes, we will provide you with the tracking information from the freight carrier when your order is shipped out, including the carrier and their contact number. It is a good idea to track your shipment up until delivery so as to make sure your order is not early or delayed. Any changes to the approximated delivery date or delay in transit are solely the responsibility of the carrier and all questions should be directed to the carrier.
Can I give special instructions for delivery? Yes. Any instructions you may have for delivery can be noted on the Bill of Lading when the shipping is arranged or can be provided to the carrier when they contact the delivery contact for a delivery appointment.
My company has an account with a national carrier, can I ship my order using my own account? Yes. Please contact us for more information on using your own freight account.
What determines if an order must be shipped by Motor Freight? Any order involving foam board that is longer than 4′ or wider than 2′ will ship via LTL or FTL Motor Freight. For orders that are no larger than 4′ long and 2′ wide, they can be shipped via UPS Ground.
Can you cut the insulation down to a smaller size to reduce shipping cost? Typically, for orders involving foam board that are lower in quantity, we will provide an estimate to reflect cutting the material down to 4′ L x 2′ W pieces and shipping via UPS Ground. Fabrication charges do apply.
Method of Transport Our products are shipped via third party from a variety of brokers. We will ship to nearly any identifiable address in the United States. Due to the size of rigid foam boards, most shipments are sent via an LTL freight carrier, or on FTL Flatbed trailers for larger quantities. Transit times will directly correlate to your distance from our Akron, OH facility and can vary slightly dependent on which carrier is used for transport. Expedited shipping options are not available or would be extremely cost prohibitive.
Damaged Product Due to the fragile nature of foam board, we adhere to the following terms: If your product appears damaged upon delivery, you must decline your full or partial order at delivery in order to receive any credit and/or a refund. We are not able to provide any portion of a refund/exchange/credit for material that is not signed for as damaged upon delivery. When material arrives damaged but is not noted as damaged upon delivery, the carrier will reject any attempt at a damaged freight claim. Our pallets are labeled so as to instruct receiving to inspect the pallets before accepting and specific precautionary instructions are sent with the tracking information as well. Following these guidelines can assist you in obtaining a refund or exchange as needed.
Return Policy For ALL items, no returns are accepted after 90 days from your invoice date. You are responsible for all return shipping charges and refunds only apply to the material, not the initial freight charges. If within 90 days of your invoice date, we will accept returns of any unused foam boards granted that they are not damaged in any way. You are solely responsible for the return shipping charges and proper packaging/securing of the product. However, foam boards that are returned but deemed unable to be cycled back into inventory for listing at full retail price will not be subject to any refund or exchange. A standard 20% restock fee applies on all returned material.
Satisfaction Guarantee We stand behind our products. Enjoy a 100% satisfaction guarantee on all standard & custom insulation board as part of Insulation Supply’s promise to you.
What if I have any questions after my order has shipped? If you have any questions after your order has shipped, just call us at 1-844-446-7858. We are happy to answer any questions you may have. Questions relating to shipping information should first be directed to the carrier, whose information is always provided once the order has shipped.
Freight Disclaimer Please note: Any changes made to any freight shipment by the customer after the freight is shipped are the sole responsibility of that customer including but not limited to all fees associated with delivery, transportation, and storage of the freight.